Senior IT Applications Support Analyst - CRM

The Sr. IT Application Support Analyst supports the continued development and maintenance of the Dynamics CRM cE. This role will perform second level application troubleshooting, issue resolution and root cause analysis and will assist in technical implementation of new clients. Must have excellent research and troubleshooting skills and be able to multitask in a fast-paced environment. This Hybrid role requires in-person work at our Newton, MA headquarters. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference. Responsibilities: Implement and support medium-to-large scale projects while working directly with technical and functional business teams. Log, manage, and resolve D365 support tickets. Develop and maintain user documentation and training materials to promote self-service and adoption Customize entities, forms, views, dashboards, workflows, business process flows, and security roles. Work with developers to manage custom plugins, workflows, and API integrations. Provide day-to-day support to end users, troubleshoot issues, and coordinate with Microsoft support when necessary. Manage user accounts, licenses, roles, and permissions to maintain security and compliance. Triaging and/or resolving issues as a member of the Application Support team. Work with internal and external technical staff and vendors Work with external vendors to troubleshoot and resolve internal applications. Design and implement Steady State support tools for day-to-day maintenance of the EdAssist tool. Assist in creation of application troubleshooting documentation. SLA Management and Enforcement with consistent delivery of excellent customer service. Respond to client service requests that range from ad-hoc reporting using SQL Server Reporting Services to system enhancement requests that require opening a ticket for system development. Support payroll and data validations for multiple clients to ensure accurate data is being reported. Validate interface transmissions and the execution of various batch processes. Configure, validate and deploy the Single Sign On (SSO) functionality using SAML. Minimum Qualifications: 3+ years administering Dynamics 365 CE / CRM in large enterprise environments Bachelor's Degree in Computer Science or related field or 3 additional years of experience would be considered in lieu of the applicable degree Preferred Qualifications: Background in providing technical application support for web applications. Excellent communication skills, ability to communicate with a wide variety of people both written and verbal. Previous experience in troubleshooting application-related problems Strong analytical skills Strong knowledge and understanding of the following: Web based applications SQL Server 2008/2012/2017 Microsoft Office products Test management (test planning, test execution, defect/issue resolution) Experience with Help Desk support. Experience with Dynamics CRM a plus Technical Skills 3+ years of SQL development experience ETL: SQL Server Integration Services SSRS and SSIS package development Single Sign On: SAML (1.1, 2.0), AES Security/Encryption: PGP, RSA Cryptography Databases: SQL Server 2008/2012/2017 Design Tools: Microsoft Visio Productivity Tools: Microsoft Word, Excel, PowerPoint Proficiency in Power Platform components such as Power Automate, Power Apps, and Power BI is highly desirable. Strong knowledge of D365 CE architecture, configuration, security model, and customization tools. Experience with data migration tools (e.g., Data Import Wizard, SSIS, KingswaySoft). Experience with D365 CE customization (fields, forms, workflows, security roles) Strong data handling skills (importing/exporting/validating data) At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position. Be part of a community where people grow, futures are shaped, and lives are changed. We offer the rewards, opportunities, and support you deserve because making a difference goes both ways. We’re changing the world of work and family, and it starts with you. At Bright Horizons, you’re the difference. Compensation: The annual salary for this position is between $65,000 – 84,000 annually. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors. Benefits: Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements: · Medical, dental, and vision insurance · Paid vacation, sick, holiday, and parental bonding leave · 401(k) retirement plan · Long-term and short-term disability insurance · Life insurance · Money-saving discounts and financial planning tools · Tuition assistance and education coaching · Caregiving support and resources for the children and adults in your family · Learn more at https://careers.brighthorizons.com/us/en/health-and-wellness Compensation: 65,000-84,000 Life at Bright Horizons: Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us. Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA). If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. You’re the Difference Be part of a community where people grow, futures are shaped, and lives are changed. Whether you're supporting children, families, or our client partners, your work matters — and so do you. We offer the rewards, opportunities, and support you deserve because making a difference goes both ways. We’re changing the world of work and family, and it starts with you. At Bright Horizons, you’re the difference. Apply tot his job Apply To this Job